The stock market last week, oh my. The good news for advisers is that you can focus on customer service! The folks at Fisher Investment believe in making sure you offer multiple touch points for customers: some want face-to-face contact, others prefer the phone and still others like sticking to email, letters or video. Wow, letters. …
OK, this feels like a”no s**t, Sherlock” pronouncement. But, hey, we’ve got numbers!  In customer retention, companies that invest in tech do 50% better. The tech budget for customer success teams lags its importance in the success of the overall business, so always good to get some ammo! 7 fundamentals of sustainable growth? Some fluffy …
“Platform leakage” really hurt Homejoy Homejoy, which offered on-demand home services (think Uber for house cleaning!), shut down recently. And while there were a bunch of reasons for that, this article talked a bit about “platform leakage“, where a client finding a quality vendor and taking them off the platform. In Homejoy’s case, this would mean that I ask …
Starting a new business is no easy matter (even if this is not your first one) . But it is easier if you have a mission that you feel strongly about. ChurnZero is our (Mark Heys and You Mon Tsang) new company. And it is born out of real pain that we experienced: how do we …
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